8.1
Automatic call set-up and repeat calls
8.1.1
General
This clause covers the calling requirements for equipment which is programmed to both automatically initiate and dial up predetermined calls. It is not intended to cover manually initiated functions such as 'last number redial', etc.
* Types of equipment covered are memory fax machines, telemarketing equipment, security alarm equipment, etc.
* Requirements for devices with manually initiated automatic dialling facilities are covered by clause 5.6 (e.g. last number re-dial, telephones with memory dialling, call back devices, etc.).
8.1.2
(a) detect dial tone, or,
(b) introduce a delay of at least 1 second and not more than 7 seconds before commencement of dialling.
Call initiation
(1) Equipment designed for automatic calling, whether for repeat calls to the same number or to different numbers, shall either,
* Any pre-programmed numbers should be clearly associated with the name of the called party to enable ready revision in the event of number changes.
(2) Equipment shall not go off-hook automatically for reasons other than a call attempt, except as follows:-
(a) On no more than two occasions, each for a period of 1-5 seconds duration, and,
(b) only within the 30 minute period immediately following completion of a call, or an unsuccessful call attempt.
* Some equipment automatically goes off-hook briefly to check for conditions such as 'message waiting', i.e 'stutter' dial tone. It is not acceptable for this function to continue indefinitely and it is therefore restricted to the first 30 minutes following completion of a call or call attempt.
* Some devices are designed to repeatedly activate the off-hook condition for security reasons. Only in very specific and strongly justified circumstances are such devices acceptable to Telecom.
8.1.3
(a) Not more than ten call attempts to the same number within any 30 minute period, and
(b) The equipment shall go on-hook for a period of not less than 30 seconds between the end of one attempt and the beginning of the next attempt.
Automatic re-attempts to the same number
(1) Automatic call re-attempts to the same number shall be restricted as follows:-
* It is recommended that the period between calls to the same number be greater than the mandated minimum of 30 seconds. Statistically, it is likely that any call detected will still be in progress after a further 30 seconds. A more realistic period between attempts is 60 seconds.
(2) For any automatic calling device where the requirements of (1) above are determined by other equipment (e.g. software in a PC), then the following warning notice shall be incorporated in the User Manual:-
"Some parameters required for compliance with Telecom's Telepermit requirements are dependent on the equipment (PC) associated with
this device. The associated equipment shall be set to operate within
the following limits for compliance with Telecom's Specifications:-
(a) There shall be no more than 10 call attempts to the same number within any 30 minute period for any single manual call initiation, and
(b) The equipment shall go on-hook for a period of not less than
30 seconds between the end of one attempt and the beginning of
the next attempt"
8.1.4
(2) For any automatic calling device where the requirements of (1) above are determined by other equipment (e.g. software in a PC), then the following warning notice shall be incorporated in the User Manual:-
"Some parameters required for compliance with Telecom's Telepermit requirements are dependent on the equipment (PC) associated with
this device. In order to operate within the limits for compliance with Telecom's Specifications, the associated equipment shall be set to
ensure that automatic calls to different numbers are spaced such that there is no less than 5 seconds between the end of one call attempt and the beginning of another"
Automatic calls to different numbers
(1) Automatic calling equipment programmed to make a series of calls to different numbers shall go on-hook for a period of not less than 2 seconds between the end of one call attempt and the beginning of the next.
* See also clause 8.1.2.
8.1.5
Termination of failed call attempts
(1) For any call which is not answered within 90 seconds of the transmission of the last digit of the called party's number, the equipment shall terminate that call and restore to the on-hook state.
(2) It is recommended that such equipment terminate any such call within 30 seconds of receipt of busy tone, number unobtainable tone or disconnect tone.
8.1.6
(a) It shall provide clearly the identity of the caller.
(b) It shall be repeated at least once.
(2) Automatic calling equipment designed for attended operation shall provide an audio monitor during the call set-up phase.
Call identification phase
(1) If a recorded voice message is used, this shall comply with the following:-
* This enables the calling party to identify that a wrong number has been called and avoid repeat calls to the same number.
(3) In the case of a facsimile machine with automatic dialling facilities, the identification tone known as CNG tone shall be provided as per ITU-T Recommendation T.30. The implementation of CNG tone is mandatory for all facsimile devices.
* Facsimile calls are often manually set up on a call by call basis, but automatically executed (including re-tries) on an unattended basis. Accidental calls to ordinary telephone customers can at least be identified by those customers by the presence of the CNG tone.
8.1.7
(a) Include a statement to the effect that such equipment should not be used under any circumstances which may constitute a nuisance to other Telecom customers.
(b) In the case of voice equipment, clearly state the following:-
"This equipment shall not be set up to make automatic calls to the
Telecom '111' Emergency Service"
User Instructions
The user instructions associated with automatic calling equipment shall:-
* Under Telecom's terms for the provision of service, no Telecom customer is permitted to cause a nuisance to other users of the network. However users may not realize that the incorrect application of automatic calling equipment could give rise to such problems.
* A typical example of such nuisance calls is repeated attempts to make unsolicited sales offers to the same number or group of numbers, such as when a block of numbers terminate on the same PABX.
8.1.8
(b) if the equipment logs only calls which result in successful machine to machine handshake, the User Instructions shall contain the following warning:-
"The call log incorporated in this equipment does not record all
answered calls. The call log, therefore may not agree with the
Telecom account which may include calls not shown on the log."
Call logging
All automatic calling equipment which incorporates call logging facilities shall comply with one of the following:-
(a) It is preferred that all calls which are answered should be logged, regardless of whether they are successful or not. If not, then,
* This ensures that either:
(a) all calls from the calling equipment which are successfully switched through the Telecom Network may be reconciled with the Telecom billing record. For example a facsimile call to a wrong number in an overseas country, with several retries could run up a significant Telecom bill. Even though the calls were actually answered, this bill could not be reconciled with the facsimile machine record if the individual call attempts were not logged, or
(b) the user is fully aware that unsuccessful calls and wrong numbers will not necessarily show up on the machine record.
8.2
Automatic answering equipment
8.2.1
Call answering
(1) The requirements for equipment which has an automatic answering function are as follows:-
(a) It is strongly recommended that all incoming calls are answered in not less than 5 seconds and not more than 15 seconds.
(b) All incoming calls shall be answered in not less than 3 seconds and not more than 30 seconds of receipt of the ringing signal. This shall apply independently of which of the four Distinctive Alert ringing cadences is used.
The only exceptions are those given in sub-clause (4) below.
(c) In all cases where the mandatory requirements of (b) above are not met, detailed reasons shall be given. Telecom reserves the right to decline any product if the reasons given are considered less than satisfactory.
* This ensures that the caller does hear at least a short burst of ringing tone. This helps in locating faults or operating problems in that test calls can be made manually to confirm whether switching through the network has been successful.
* Calling line identification information is transmitted during the first cadence of ringing. It is important therefore that the first cadence (3 seconds) is not interrupted.
(2) For any automatic answering device where the requirements of (1) above are determined by other equipment (e.g. software in a PC), then the following warning notice shall be incorporated in the User Manual:-
"Some parameters required for compliance with Telecom's Telepermit requirements are dependent on the equipment (PC) associated with
this device. In order to operate within the limits for compliance with Telecom's Specifications, the associated equipment shall be set to
ensure that calls are answered between 3 and 30 seconds of receipt of ringing"
(3) An incoming call should not be answered if the primary function of the equipment is either non-operational or is still in the process of resetting after release from a previous call.
* Examples of being non-operational are as follows:-
(a) A facsimile machine which has no paper or message storage facility.
(b) A modem with cct 108.2 negated.
(c) An answering machine with no storage capacity remaining.
(4) Consideration will be given to exemptions from the answering delay requirements in sub-clause (1) above in the following circumstances, each case being considered on its individual merits:-
(a) A minimum delay of less than 3 seconds on equipment designed for calls between machines and normally addressed to unlisted numbers.
* Typical examples are short data calls such as electronic fund transfers and credit card authorisation calls where the entire length of call is likely to be less than 3 seconds.
(b) Extended maximum delays where there are specific operational reasons.
8.2.2
Voice announcements and recognition tones
(1) Some form of voice announcement or recognition tone (e.g. 2100 Hz) shall be offered to the caller within 5 seconds of answering the call.
* This is to ensure that the calling party, who will usually be paying for the call, is aware that the call has in fact been answered and charging has commenced.
(2) Any facility for providing voice announcements when answering a call should have the capacity to store an announcement of at least 10 seconds duration.
* This allows sufficient time for a clear message, bearing in mind that most callers will usually miss the first word or two of any announcement unless it is repeated.
(3) Some equipment also has an automatic switching function which is performed after the call is answered. On such devices, unless a suitable voice announcement is made, any ringing tone returned to the calling party shall be recognisably different to that used by Telecom in the PSTN (ref. Technical Document TNA 102, clause 7.1).
* A suggested sequence is as follows:-
(a) Equipment goes off-hook after say 3-4 seconds of commencement of incoming ringing (at this point charging for the call begins).
(b) Within 500 ms of going off-hook, the equipment returns three tones, e.g. 256 Hz for 400 ms, 100 ms silence, 304 Hz for 400 ms, 100 ms silence, then 383 Hz for 600 ms (this corresponds to the first three notes of a C minor chord). An alternative to the three tones is a voice message instructing the calling party as appropriate.
(c) The equipment then returns the North American ringing tone cadence of one second of 400 Hz followed by a 3 second gap, all repeated up to 5 times. During this period, the equipment monitors the incoming call for any tones such as CNG (fax) or DTMF (answerphone) to determine the correct destination of the call.
(d) If the call has not been successfully dealt with within 5 cadences, the equipment sends a single tone of say 1800 Hz for 200 ms then terminates the call. Alternatively, it is acceptable for the switch to divert the call to the fax machine at this point on the basis that the originating call may have been from a manual fax machine which would not send CNG tone.
8.3
Remote interrogation
Facilities for the interrogation and remote control of automatic answering equipment by a remote device are acceptable, but are regarded as marketing features. The remote device shall satisfy the Telepermit requirements applicable to its normal functions.
8.4
(a) Within 15 seconds in the event of carrier failure or lack of activity.
Call release
(1) All equipment which is capable of either automatically initiating and/or answering calls, shall release such calls (ref. clause 6.4(3)) as follows:-
* 'Failed call attempts' by automatic calling equipment are covered separately in clause 8.1.5.
* Voice equipment, such as answerphones, must be careful to differentiate between disconnect tone and voice activity when determining the beginning of the timeout process. * If one party releases, the other party may receive disconnect tone (or one of the other supervisory tones) from the exchange. In some circumstances this may be mistaken for interrupted carrier (e.g. the frequencies used by the backward channel of a V. 23 modem are very close to the disconnect tone frequency).
* ITU-T fsk modems (Recommendations V. 21 and V. 23) specify a maximum 'carrier on' to 'carrier off' detection delay of 80 ms.
(b) Within 15 seconds of completion of its intended function.
* For example, a modem should release within 15 seconds of the DTE negating cct 108.2, and a fax machine should release within 15 seconds of the sending/reception of the 'end of procedure' (EOP) message (ref. ITU-T Rec. T. 30)
(c) Within 5 seconds in the event of a failure in the power supply to the equipment.
(2) For answering devices which cannot detect the difference between legitimate carrier and disconnect tone, the call release mechanism should be capable of being initiated within 150 ms of carrier loss.
* The 150 ms is short enough to be well within the minimum 'off' period of any exchange generated tone and long enough for carrier detect circuitry to detect loss of carrier.
(3) For automatic answering devices which have a switching function performed after the call is initially answered, the call shall be released if the dependent terminal equipment does not go off-hook within 60 seconds of the call being initially answered.
* This restricts the total call length so that the calling party is not billed for more than 1 minute for what is essentially an ineffective call.
(4) Automatic answering devices having no supervisory capability, shall automatically release calls within 2 minutes of going off-hook.
8.5
Recording functions
(1) There are legal considerations relating to the use of listening devices designed to record telephone conversations. Section 216 of the Crimes Act 1962 (which includes a definition of such devices) makes it an offence to intentionally intercept a private communication by means of a listening device unless one of the permitted exceptions applies. One of these is that at least one party to the conversation must be aware that the conversation is being recorded.
* This clause does not relate to a simple answering machine or voice messaging system which records a message from a caller and is not capable of recording a both-way conversation. The caller is normally aware that the message is being recorded and makes a definite decision to proceed.
(2) The Privacy Act 1993 contains additional constraints on the use of recording devices. Use of a recording device to record a telephone conversation is deemed to be "collection of personal information" under this Act. Generally speaking, the Act requires that such "collection" shall only be carried out with the permission of the person concerned. The Privacy Act also requires that the information be obtained from the individual concerned, and sets strict conditions as to what information is being collected, what it is to be used for, and to whom it may be disclosed.
* While such issues are under the control of the user of the equipment, it is important that suppliers remind users of their legal obligations in respect to the use of their products.
* Refer to the Privacy Act for full details.
(3) In view of the above legal obligations, it is a mandatory requirement that the User Instructions for devices capable of recording two-way conversations contain a warning notice as follows:-
"All persons using this device for recording telephone conversations
shall comply with New Zealand law. This requires that at least one party
to the conversation is to be aware that it is being recorded. In addition,
the Principles enumerated in the Privacy Act 1993 shall be complied with
in respect to the nature of the personal information collected, the purpose for its collection, how it is used and what is disclosed to any other party."
(4) There are two basic categories of two-way recording device as follows:-
(a) An answering machine with the facility to record complete conversations.
The technical requirements for answering machines detailed throughout this
Specification shall apply to such devices.
(b) A recording device designed to bridge a telephone line. Such devices shall
comply with the requirements of this Specification.